First and foremost, thank you for taking the time to share your experience with us. We are truly sorry for the difficulties and distress you encountered during your trip, and we deeply regret that we did not meet your expectations—or our own standards—in supporting you throughout your journey.
We understand how unsettling it must have been to face technical issues with the navigation maps, particularly while travelling alone. We recognize the importance of feeling supported and safe, and it’s clear that we fell short in this regard. Please accept our sincerest apologies.
While our team did attempt to assist when the issue was reported, we acknowledge that we did not follow through as we should have. The lack of follow-up and the failure to recognize you upon your arrival in Florence are serious oversights for which we are truly sorry. These lapses do not reflect the level of care and attention we aim to provide every guest.
Please rest assured that we are actively reviewing our internal processes—including our technical support response and post-contact follow-up procedures—to prevent similar situations in the future. Your feedback is invaluable in helping us improve, and we are taking it to heart.
Thank you again for bringing these matters to our attention. We regret the stress and inconvenience you experienced. We may not have the opportunity to welcome you again, but please know your feedback is helping us make meaningful changes.
